Head of Aftersales

Job Requisition ID:
175168

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:
As the Head of Aftersales for Commercial Vehicles & Buses, you will lead the entire Aftersales ecosystem, covering Service Operations, Spare Parts Management, Customer Experience, B2B Aftersales Growth, and Workshop Performance across all Commercial Vehicle and Bus brands. Your role ensures strong financial performance, high parts availability, operational excellence, and a world-class customer experience across all regional service locations.

What you will do:

• Develop and drive a full Aftersales strategy across Service & Parts to deliver revenue, profitability, and growth.
• Align with Aftersales Corporate CoE functions including Planning, Pricing, Standards, Digitization, and Retention.
• Set and track KPIs for workshop operations, parts performance, productivity, and customer satisfaction.
• Lead multi-site workshops ensuring SOP compliance, service quality, and productivity.
• Strengthen governance of job planning, WIP control, warranty, invoicing accuracy, labor charging, and repair quality.
• Drive operational improvement initiatives to increase throughput and efficiency.
• Ensure consistent delivery of "Best-in-Class" service standards.
• Deploy customer retention programs, digital service tools, and strong complaint-resolution processes.
• Manage the complete Spare Parts value chain ensuring optimal stock, high availability, and strong fill rates.
• Collaborate with PDH, Supply Chain, and Planning to improve forecasting and reduce backorders.
• Build and implement Spare Parts sales strategies across Retail, Wholesale, B2B fleets, and workshop consumption.
• Ensure robust control of inventory aging, audits, shrinkage, and pricing alignment with CoE.
• Support OES products and improve Service–Parts collaboration to increase Parts per Job Order.
• Lead and develop Aftersales Managers, Parts Supervisors, Workshop Supervisors, Technicians, Service Advisors, and Quality Controllers.
• Build capability across Service & Parts teams and promote a performance-oriented culture.
• Ensure full SOP compliance across Service and Parts environments.
• Maintain quality standards and audit readiness.
• Implement corrective actions to address audit findings.
• Collaborate with OEMs for warranty governance, recalls, and technical bulletins.
• Work with internal teams to enhance operations and customer experience.

Required skills to be successful:

• Strong commercial acumen (Service & Parts).
• In-depth understanding of CV/Bus systems and Aftersales processes.
• Leadership, communication, and stakeholder management skills.
• Proficiency in SAP/DMS, CRM systems, and digital Aftersales tools.

About the team:
You will be part of a dynamic and collaborative team that is dedicated to finding the best talent for our company. Our team values innovation, teamwork, and a commitment to excellence. We work closely with various departments to ensure we meet their staffing needs and contribute to the overall success of the organization.

What equips you for the role:

• Bachelor's degree in Mechanical/Automotive Engineering or Business.
• MBA preferred.
• 10–15 years of Aftersales leadership experience.
• Experience managing both Service and Parts operations for CV/Bus brands.
• UAE Valid Driving License (mandatory).
• Ability to travel within UAE across multiple service locations.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies,
Al-Futtaim Automotive
is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world's most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path.
This is Al-Futtaim Automotive and we empower talent to move forward.